Guests ask at midnight. Your website answers right away.

Keep every answer tied to one property

Create a separate source page for each listing, with the property name repeated in the title and the essentials grouped together: check-in window, parking location, transit, Wi-Fi, accessibility notes, pet rules, and the host contact route. Test questions that mention nearby properties to make sure details do not bleed across listings.

A guest asking “Can I bring a dog?” should get the rule for that specific unit, including any size or fee condition. If an exception is possible, collect the request and let the property manager decide.

Separate public arrival guidance from private access

Public information can say where the entrance is, where to park, and when check-in begins. Door codes, lockbox combinations, guest names, and reservation-specific instructions belong in the authenticated booking or arrival process, never in general website answers.

Opening hours and away mode should identify the on-duty contact for a late arrival or access failure. A guest locked out at night needs a person who can act; a general answer or an unmonitored form is not enough.

Handle date and booking requests honestly

On Starter and Pro, MivoChat can link to the live booking calendar or collect a booking enquiry with requested dates and contact details. The host must check the reservation system and confirm the stay. Do not phrase a submitted request as a reservation, and do not promise dates based on a static listing page.

Tell visitors where to make changes to an existing reservation. A date change, refund, or cancellation may depend on channel rules and the specific booking, so send it to the platform or staff member with authority.

Use local knowledge to improve the guest stay

A concise local tips page can list the nearest grocery shop, transit stop, taxi option, family-friendly activity, or seasonal access note. Date the page and assign the host who checks it before a busy period; hours and transport options can change.

Look at Insights for recurring questions after arrival. If guests repeatedly ask where to leave luggage or whether street parking needs a permit, add the answer to the property’s arrival guide and test it against the exact listing.

A property manager can assign one reviewer per cluster of listings and keep a change log for check-in, parking, and pet rules. When a host changes, make sure the away message and on-duty contact no longer point to a former employee. Local recommendations should be framed as information, not guarantees that a business is open or a route is accessible. For a noise complaint, safety issue, or damage report, route guests to the manager's approved process instead of trying to resolve a dispute with generic house information.

Example conversation: Willow House (fictional rental)

Visitor: “Can we check in at 1pm if we arrive early?” Chat: “Check-in for Willow House starts at 3pm. On Starter and Pro, for an earlier arrival, send a request through the enquiry form and the host will confirm. Access details are in your booking confirmation, not in this chat.”

Visitor: “We are locked out at 11pm.” Chat: “I’m sorry. Please use the urgent access number on your arrival page, which is monitored after hours. I can’t give access codes here, so the host can help you directly.”

What to hand off to the host

A monitored person should take these, not a general answer or an unmonitored form:

• Lockouts, broken locks, or any access failure.
• Damage, safety, or utility problems at the property.
• Changes to dates, payments, or cancellations.
• Requests for exceptions: extra guests, pets not in the listing, or early check-in.
• Complaints about neighbours or noise.

Sample knowledge pages to write first

Use one page per listing, with the property name in the title, and a separate page for area information.

• Arrival: check-in window, entrance, and where to park.
• House rules, including the pet policy and any size or fee condition.
• Transit, shops, and the nearest pharmacy, with a review date.
• Urgent access route, marked as monitored or not.